ITSM Analyst

** About Parkbridge Lifestyle Communities
** Parkbridge, an operating platform of Quad Real Property Group, is Canada’s leader in modular housing and the largest builder, owner, and operator of residential land lease communities in the country. With over 25 years of experience, Parkbridge professionally manages more than 55 communities and 30 resorts across the country. Parkbridge enables Canadians to buy their first home sooner, seniors to downsize, and families to vacation at RV resorts that benefit from activity programs and included amenities.

Visit  for more information.
** About Quad Real Property Group
** Quad Real Property Group is a global real estate investment, development and operating company headquartered in Vancouver, British Columbia. Its assets under management are $98.5 billion. From its foundation in Canada as a full-service real estate operating company, Quad Real has expanded its capabilities globally for investments in equity and debt in both the public and private markets. Quad Real invests directly through operating platforms in which it holds an ownership interest and via programmatic partnerships.

Quad Real seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

Quad Real:
Excellence lives here.
** Role

Description:

** The ITSM Analyst supports the execution and coordination of IT Service Management (ITSM) processes within Quad Real's IT Service Management framework. Reporting to the ITSM Manager, the role ensures process adherence, maintains data integrity in Service Now, and collaborates closely with Service Desk, technical teams, and stakeholders to enable effective IT service delivery. Responsibilities are assigned based on organizational priorities and may evolve to support Quad Real's ITSM maturity and service delivery objectives.
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* Key Responsibilities:

**** ITSM Process Execution
*** Execute ITSM process activities in accordance with approved policies, standards, and procedures, across assigned ITSM practices.
* Support all ITSM processes as required across the organization
* Ensure consistent process adherence and data quality across all ITSM activities
* Coordinate cross-functional activities with Service Desk, Infrastructure, Application Support, and other IT teams
* Escalate process issues, risks, and improvement opportunities to ITSM Manager
** IT Asset Management (ITAM)
*** Execute IT Asset Management activities across the complete asset lifecycle (request, procurement, deployment, maintenance, retirement)
* Maintain accurate asset records in Service Now Asset Management module
* Perform asset audits, reconciliation, and data quality validation across ITAM, CMDB, and financial systems
* Track software licenses and support license compliance audits and vendor reviews
* Coordinate asset deployment, moves, adds, changes, and disposals (IMACD) with IT teams and stakeholders
* Support asset reporting for management, Finance, and audit purposes
* Identify opportunities for asset process improvement and automation
** Change Enablement
*** Ensure change requests are logged, categorized appropriately, and coordinated in Service Now
* Perform change assessments and impact analysis in coordination with technical teams
* Prepare Change Advisory Board (CAB) materials including change summaries and risk assessments
* Document CAB meeting minutes, decisions, and action items
* Coordinate change implementation activities and track change status
* Support post-implementation reviews and ensure change documentation completeness
* Monitor change compliance and adherence to change management procedures
** Service Now Administration & Data Management
*** Provide suggestions and input towards the development and updating of workflows, forms, catalog items, notifications, and reports
* Monitor data quality and integrity across Service Now ITSM modules and identify areas of concern
* Assist with implementing data quality fixes and improvements
* Maintain Configuration Management Database (CMDB) accuracy and CI relationships
* Perform regular data cleansing, reconciliation, and maintenance activities
* Support Service Now integrations with discovery tools and other systems
** Process Documentation & Improvement
*** Create and maintain process documentation, work instructions, and knowledge base articles
* Document standard operating procedures (SOPs) for ITSM processes
* Identify opportunities to improve ITSM processes through automation and optimization
* Participate in process improvement initiatives and support ITSM maturity advancement
* Support reporting and visibility into ITSM process performance and data quality.
** Training, Enablement & Collaboration
*** Provide guidance to IT staff on IT Asset Management and Change Enablement processes and procedures
* Train users on Service Now self-service capabilities for asset requests and changes
* Support Service Desk with escalated ITSM-related questions
* Foster…